MATE NBN 100/20 (No Worries)

Got a great deal that came with a small monthly discount for the first 6 months plus a basic Binge plan - unfortunately my new place seems to be experiencing issues with the internet dropping out, and it sounds silly but it became frustating trying to use social media, or just the anti cheat in Call of Duty booting me offline. While I am confident… Read more ·  1

I have done what I can to try and resolve the issue on my end, I have come to the conclusion to go with a different ISP. Mate were great in trying to offer solutions in trying to solve the problem, and I had a great agent Ricky who also offered to help find a solution - but also understood I did want to go with someone else. I appreciate how great he was with his assistance today. But yeah sort of hoping it is not a building issue, but if the issue still persists with a different ISP then I would prefer to switch back to Mate as I still believe they have the best bang for buck at the moment.

Excellent service provided by Lachlan over the phone. The product itself is really good, switch over process was very easy and straightforward. I had some issues with my BYO modem and I spoke with Lachlan, who went beyond limits to assist troubleshooting my own modem so I wouldn't have to buy a new modem. Lachlan was the most friendliest,… Read more ·  1

helpful and professional representative, I ever spoke with in last 15 years of living in Australia.

The overall experience with Mate has been extraordinary. Thanks a lot for such a wonderful experience.

Cameron was an excelent agent. Helped me setup my modem super quickly and guided me step by step via phone. Very patient and knowledgeable. Awesome experience and support. Show details ·  1

Over time I had 2 accounts with mate and I also managed my parents account with them. I originally signed up with barefoot and they were great. But after mate took over I got multiple outages and moved my accounts to another provider 2 years ago. I just finished moving my parents account off then because they have had multiple multi day outages in… Read more

the past couple of years.

Wouldn’t really recommend them due to the reliability issues, the issues were mainly issues with Mate not NBN issues.

Absolute garbage. Started off ok and then I had to reboot the modem 3 times a month or more just to get connection. Didn’t even have that many devices. Customer service is just as bad. Go with Aussie broadband - amazing. Show details

Watchout Mate nbn when you transfer to other ISP , i have not disconnected my line as i don’t want to run into any trouble. My new ISP said service provision however i have to activate this. Mate NBN already disconnected my service. Spent half day to fix this issue. Not worth to take a risk.. Show details

My home internet service went down so I called Mate technical service for assistance. I got through to Sandy with minimal delay. She guided me through a number of modem configuration settings and my internet service was fixed. Sandy's instructions were clear, consice and easy to understand and follow. She was also very patient with my follow-up questions and was able to answer them precisely without rambling or waffle. Well done. Great service. Show details ·  1

I had so many issues trying to connect a new mesh modem and thanks to Chris he sorted it out for me. Chris went through each step methodically (and patiently), explaining and correcting any incorrect setup fields. Great job MATE, I'm extremely grateful. Show details ·  1

Tony was fantastic help in getting my internet connection up and running at my new address. All support people I have dealt with at MATE have been highly professional, knowledgeable and friendly. They know what they are doing and fix the issue rather than passing the problem on to someone else. Can't recommend this Australian company strongly enough. Show details ·  1

Fantastic, prompt and accurate help from customer service rep Nadia when I transferred over from another ISP. After pulling my hair out trying to deal with customer service at Optus I jumped ship and signed up with Mate. It was a breath of fresh air to talk to someone who fixed my issues, or helped me fix them, right then and there, and I’m saving money with better deals with Mate! Show details ·  1

I have been with Mate for over 9 years,and recently have been told a free speed increase.will be passed.via the NBNCO.Mate are increasing the charge.from $90 to $96 per month an increase.that wasn"t passed on a few months back as this was explained via a conversation with a rep. They are showing some good faith with a discount for being a loyal… Read more ·  1

customer over such a long period Great service and communication is why i have been with Mate for all these years.. Keep up the good work,thanks Mate..

I moved from another provider- everything was fine with them, never an issue at all. Since moving to Mate (a couple of weeks ago) I have had mornings with no internet at all, frequent drop outs (at least 3 times a work day) and the slowest internet at night you’d question if I was in a tunnel. I regularly change ISPs and this is the only company… Read more

I’ve had an issue with…sorry, mate- it’s not me, it’s you. I’m not locked in, so I will be changing- it’s just a pain that the service quality is not there. The reviews seem like they have been incentivised so they’re likely biased to limit the impact of the bad ones.

We had no internet friday 28th of June, we rang them saturday night as it was still the same, it was just an automated line and promised that someone will be in touch in the morning, waited for phone call, but no one rang, we finally decided to ring sunday afternoon, a rude lady Maria (her name definitely dont match her attitude) spoke to us and… Read more

dont even know what she's doing, she gave up eventually and said a technician will be in touch monday morning and hang up the phone without even saying bye! We have to ring our IT guy to check what is going on but he could no longer access our router because of this lady telling us to reset everything, a work that our IT guy worked for days were gone! Monday morning have pass no one still made a phone for a promise technician, we have begged them to check what's going on as this does not only affect our daily earnings, we also had a dying family member who was waiting for our presence but we couldn't see her straight away as we dont wanna missed the PROMISE TECHNICIAN this Maria lady made! We decided to finally use their online chat, its just same thing all the time reset everything but none still changed. They then decided that it was our router that was the problem, our IT guy checked on it and there is no problem at all, Mate people decided that they'll send us a router, which our IT guy said that its not the router thats the problem! Its their stuff! Wednesday night we finally decided to change provider and its waaaay waaay better than this mob, strong and fast connection, AND TURNS OUT OUR ROUTER HAS NO PROBLEM AT ALL! We would never recommend this group, they locked us in an nbn contract that would cost us alot of money if we withdraw before 2 years, yet they dont deliver the service that they promise before signing up for them, its a trap! Avoid them at all cost! You pay them on time with the full amount of money they asked yet they provide you a crap service and a very rude attitude customer service. Its the slowest and terrible internet connection and customer support we've ever had.

I rang on 1/07/05 to confirm new connection and help with the WiFi. The female agent was very abrupt in confirming the connection, I was tersely informed the further help was unavailable as only help with the actual connection. I am now into my 80's and I tend to forget things, most of which I have a former excellent working knowledge including computers. Very disappointing and definitely not a Mate.. Show details

AS the saying goes, "YOU GET WHAT YOU PAY FOR"; and sometimes don't even get that! I joined mate nbn one week ago, as my previous ISP's promotion period (which indeed was a great value for money whilst lasting) was coming to an end, and it was time to switch to a new provider with promotions. As mate nbn had a relatively appealing offer for its… Read more

100/20 plan - in fact the cheapest for this tier - I went for it without really reading the negative reviews on this site about the quality of their network / service.

I had my own modem / router, and since couldn't access the Internet despite setting up the parameters in the modem as described on their website, contacted their technical support team. I had to wait for 30 minutes or so to talk to someone, and whilst on hold, was given the option of ending the call and that someone would call me back when my turn in the queue was reached; but being rather skeptical, as well as wanting to access the Internet ASAP, decided to stay online.

The person I ended up speaking to, did not sound confident and competent as how to handle the issue, and whilst talking to her, the noise in the background arising from people talking loudly and laughing so loud to the extent of masking her voice, made me ask her if she could do something about it, to no avail. After spending 30 minutes or so fiddling around with various settings on the modem, where she had to go and seek assistance from someone else at times, we ended up doing a factory re-set on my modem, and afterwards the connection was established. I have used this modem / router with 2 other ISPs in the past 12 months, and each time connection was established with no issues. It's only 18 months old.

After the first few days, I've noticed more and more frequent dropouts and poor quality connections, not so much noticeable when I'm browsing the net, but when using a streaming service, where the picture quality becomes very bad, and then suddenly improves, and such cycles happen erratically, but more so during peak usage hours!

So, although I have to pay for this month's plan with mate (it's the first day of the new month), have already gone with another ISP (and paid them for this month as well), since the frustration is getting too much to handle.

As said before, you GET WHAT YOU PAY FOR, and sometimes not even that.

Garbage, have tried them on 3 different services recently at different properties for a few months. Performance is not up to scratch with lag on everyday streaming services. Outages galore as well. Mate app blames "copper theft" for downtime but suspiciously no NBN outage on the NBN website. Avoid at all costs, plenty of better providers out there for similar cost. Show details

Don't do it. There's something fishy here. Either their network is garbage, overcrowded or they are actively throttling advertised speeds but leaving speed tests unfiltered. Streaming results in horrendous buffering everyday, everytime. Tried to change every setting in pfsense, omada controller and clients to get better results and nothing… Read more

helped until churning to another ISP at half the speed.

Now streaming is instant and perfect. ACCC needs to get involved with this as forums are littered with similar comments.

used their services for 1 year, and I can tell you personally that it was the WORST company I have used internationally. The customer service was horror, long queue times along with staff without knowledge, them not even wanting to keep you as a customer, you just don't feel valued as you use their app to "report a fault" and they just delete your… Read more

report without notice and don't reply to emails or support chats. They have poor connections and have many internal faults, as I am unable to even game properly due to the amount of packet loss I experienced (32%-40% packet loss) on Riot servers and even provided the analytics to the technical team at Mate, and my report was just deleted into thin air. The only decent thing was the price, but I ended up paying $90 for 100/20 speeds, and they weren't even hitting those, not to mention the common outages they had. My roommates were unable to use the wireless connection too, and to be honest, there wasn't a single thing actually " good/decent" about this company. I would highly recommend going elsewhere as Mate do not care about their customers and nor do they care about the quality of their product/service.